Head of Customer Service & Governance

Commerce DotAsia Enterprise Sdn Bhd; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading E-Commerce company in Kuala Lumpur is seeking an experienced Customer Service Manager to develop and execute robust customer service strategies. The ideal candidate will have a Bachelor's degree and 5-8 years of experience in customer service operations, with a strong emphasis on leadership and process improvement. Responsibilities include overseeing daily operations, leading a high-performing team, and ensuring compliance with service standards. This role offers a dynamic environment with a focus on customer retention and service quality.

Qualifications

• 5–8 years of experience in customer service operations, with 2–3 years in a leadership role.
• Strong understanding of omnichannel support and customer experience metrics.
• Proven ability to develop high-performing teams.

Responsibilities

• Develop and execute customer service strategies to support business growth.
• Lead, coach, and mentor the Customer Service Team.
• Ensure adherence to SLAs and internal processes.

Skills

Customer service operations

Leadership

Analytical skills

Problem-solving

Stakeholder management

Process improvement

Communication skills

Education

Bachelor’s degree in business or related field

Tools

CRM systems

Helpdesk platforms

Dashboards

Automation tools

Job description

Responsibilities

• Develop and execute customer service strategies that support business growth, service scalability, and customer retention.


• Lead, coach, and mentor the Customer Service Team Lead and the wider team to build a high-performing, customer-centric culture.


• Forecast and plan manpower and capacity requirements to ensure seamless support across all service platforms.


• Establish clear KPIs, service standards, and performance targets to drive accountability and excellence.


• Ensure a seamless system experience and consistent service quality across all customer touchpoints.


• Drive continuous improvement initiatives to enhance CSAT, response time, and first contact resolution.


• Oversee daily operations and ensure full adherence to SLAs, internal processes, and compliance guidelines.


• Optimize workflows, SOPs, and knowledge base content to improve efficiency, accuracy, and team productivity.


• Partner closely with cross-functional teams (KAM, Warehouse, Operations) to resolve customer issues and prevent future recurrences.


• Manage escalations and handle high-priority customer concerns with professionalism and urgency.


• Work closely with internal stakeholders to ensure audit readiness, transparency, and alignment with client requirements and governance standards.


• Develop, implement, and continuously strengthen governance frameworks, policies, and internal controls.


• Create and maintain corporate policies, SOPs, guidelines, and governance charters to support operational integrity.


• Conduct regular reviews and updates of all policies to ensure they remain relevant, compliant, and aligned with business needs.


• Ensure all documentation is accessible, current, and effectively communicated to relevant stakeholders.

Qualifications

• Bachelor’s degree in business, Operations, Customer Experience, or a related field.


• 5–8 years of experience in customer service operations, with at least 2–3 years in a leadership or managerial role, and 2-3 years of experience in E-Commerce platform.


• Strong understanding of omnichannel support, SLA management, and customer experience metrics (CSAT, FRT, AHT, NPS).


• Proven ability to lead, coach, and develop high-performing teams.


• Experience in process improvement, workflow optimization, and SOP development.


• Strong analytical skills with the ability to interpret data, identify trends, and drive data-led decision-making.


• Excellent communication, problem-solving, and stakeholder management skills.


• Familiarity with CRM systems, helpdesk platforms, dashboards, and automation tools.


• Ability to work in a fast-paced environment, manage high-volume operations, and handle escalations professionally.


• Strong governance mindset with experience in policy development, compliance, and internal controls.


• Experience conducting client audits, preparing required documentation, and ensuring all processes meet audit and compliance standards.